ComplaintsforRIDGID

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought the Ridgid Power Clear Drain Cleaning Machine on 5/26/24. I used this product once and the cable no longer worked. I called the Ridgid Customer Service Hotline. The Ridgid customer service agent advised me the item was under their lifetime warranty and bring the item to an authorized Service Center. The service centers are only open Monday to Friday from 8-5pm. On my day off, I brought the item on July 3, 2024 to CH Bull **** **** **** ***** *** **********. The store was closed for the July 4th holiday. I returned again to CH Bull in South San Francisco today (September 27, 2024 at 12 noon). The workers looked at my machine and said they only repair professional drain cleaning machines, not residential ones. They called their manager and the manager referred me to Craig & Green Power Tools (**** ******* **** *** *********). They said Craig and Green would honor the Ridgid warranty even though they are not listed as a drain cleaning machine location on their website. When I arrived at Craig & Green Power Tools on 9/27/24, the worker told me that she couldn't repair any drain cleaning machine because she isn't authorized by Ridgid. She could only repair power tools. Since the Ridgid corporate customer service office and the Ridgid website lists CH Bull as an authorized service repair location, this is where my warranty should be honored even if it is just a residential tool. They only looked at the box and didn't look inside to assess if it is a warranty problem. The lifetime warranty is pretty worthless if you can't get it assessed at 2 different service centers.

  Business response

  10/03/2024

  We have called the customer and spoken with them regarding the problems they encountered with our product.  We are going to send the customer a new power clear cable, free of charge. 

  Customer response

  10/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ***
  
  
  

• Initial Complaint

  09/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I reached out to the Rigid Company to see if they could help me with a tool that was used 2 times possibly 3 and started to smoke and smell something burning. What I felt was their lack of care about a possible life or health hazard to one of their practically brand new products. The only offer I was given was to return for repair at my expense. If they are going to make products that may go up in flames or rather disposable after a few uses they should sale them as such Dispose after a few uses!

  Business response

  09/23/2024

  Hello. Can you please advise the customer to tell us more about the type of product he has, that was causing these issues? If we know the type of product; we can get this directed to the appropriate customer support team for review and resolution.  

  Customer response

  09/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  The Item in question 

  Rigid Oscilating multi purpose tool with replaceble heads(Now obsolete)

  ****** ******* ****** * **************
  

   

  Regards,
  
  ****** ******
  
  

  
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ridgid sold us a contractor grade table saw for $700. It’s a brand new saw, delivered directly from **** *****. When I opened the box nothing seemed to have been opened or was missing. When I counted the number of bolts to make sure nothing was missing I was missing 6 bolts. Included in the packaging was a part list for replacement parts. I called Ridgid and they don’t offer any part replacement. A company called ******** Inc does Ridgid told me. I called ******** and they do not sell any parts for the saw in model R4560. Ridgid sold me a “contractor grade table saw” in which you cannot order replacement parts. This is a disposable saw and should be marketed as one or they should be required to offer parts as part of the Right to repair laws in California.

  Business response

  09/16/2024

  We will reach out to the customer to see if we can resolve this for them. 

  Customer response

  09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I appreciate that someone from Delta reached out and let me know that it is in fact possible to buy the replacement parts. It’s what I figured what possible since there is a part sheet included. I was told that I needed to contact yet another company I have not heard of that makes the saw for both RIDGID and Delta and they would be able to provide the parts. 

  My issue is now that it doesn’t seem that RIDGID has made any steps towards training or educating their team. They are more than willing to take the consumers money but it seems they are unwilling or unable to support their products. Why is it on the consumer to figure out where to go and who to call? This is something the business should be providing without the need to file complaints or wait on the phone for hours and hours. 

  
  Regards,
  
  ***** *******
  
  
  
  
   

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Under Ridge's lifetime service agreement they are supposed to repair, or replace an item that is under warranty. If the item has been discontinued they are supposed to replace it with something or equal value of better, never less. I sent back to them a job site radio because the radio reception was no longer working. What I received back from them was a more recently produced item that is only works as a bluetooth speaker. The replacement model does not even have the radio feature which is what I use it for, and the reason I send it in to be serviced in the first place.

  Business response

  08/27/2024

  We are going to refund the customer for the full amount that they paid for the radio initially, which was $62.69. A refund check will be sent to them. 

  Customer response

  08/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ********
  
  
  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A Ridgid 18V Oscillating Multi-tool was purchased on Sep. 27, 2022, along with a number of other Ridgid power tools for an ongoing construction project, and properly registered on Nov 4, 2022. On or about Nov. 10, 2023, I had my first need for the tool, which failed immediately within the first 10 seconds of its first use. After nearly 3 weeks of contact with Ridgid, thru their online claims tool, online email contact forms, and regular email with various reps., I got Ridgid to take this tool back in for repair, under their Lifetime Service Agreement. About 3 weeks later the tool was returned, but since another tool had been borrowed in the meantime to complete the project, this tool again sat. Finally on 7/22/24 I had another need for this tool. Upon removal from the Ridgid return shipping box, and installing a freshly charged battery, I discovered that no repair had been made. This tool is still inoperable. From 7/23/24 to 7/29, I sent several emails to Ridgid Customer Service, with no response. Ironically, on 8/2 I received a questionairre request about my recent Customer Service interaction!

  Business response

  08/16/2024

  We are sending the customer a new tool, for free - as a one time courtesy; since his original tool was returned to him unrepaired. We do apologize for the inconvenience this has caused. 

  Customer response

  08/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The replacement tool has been received, and "assuming" this tool functions as designed, this should be a closed matter.
  
  Regards,
  
  ******* *******
  
  
  

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  5/30, I contacted Ridgid to report an issue with my miter saw that was registered under the LSA. I waited an hour before I got a CS rep and she said I needed to take it into a service center. The nearest one was hours away so she called one second closest (4hrs away) and they said I can ship it in. I was sent a ***** shipping label. I was not provided a tracking/incident number for the service call. Only thing I got was a label from the customer service center supervisor. I sent in the miter saw and repair center, received 6/3. Six weeks went by with no call, email, or text updating me on the repair. On 7/12 I called Rdigid, waited over 30mins on hold before getting a CS rep. The CS rep didn't see any record in the system of a part order or anything from repair fac. She put me on hold and called repair fac. She got back to me saying they couldn't repair it or get parts. They were going to put in request to replace the miter saw. The person who did that was out but someone would call me the following week. No response. Called Ridgid 7/30 and got a CS rep again and they didn't see any record in their system and couldn't do anything for me and told me to contact the repair fac. I called the facility and rang many times before getting a recording they were busy and call back. On 8/8 I called the repair fac and was told the replacement claim was denied as parts were being order but wouldn't get there until October sometime. This would mean I would be without a miter saw for 4+ months. I called Ridgid and after 45mins waiting in queue I got a CS rep who told me the same thing the CS rep on 7/30 told me that they couldn't do anything and my options were to have saw sent back to me or wait for parts. I asked what good would it do coming back, still have broken miter saw. I asked to speak to supervisor, very angry at this point. CS rep put me on hold back in the queue and after 1 hour of waiting I hung up. Ridgid LSA is horrible. Why offer if you can't back it properly?

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I've used their tools and vacs for over 15 years now. I've tried to utilize their warranties on anything from power tools, to batteries, to shop vacs. They've never honored a single one. Their warranty is totally useless. I'm finally fed up with it. The latest issue was that they wouldn't replace the vacuum because the power cord had been repaired due to a faulty plug that I'm sure they are well aware of. That's probably why they discontinued the model. I've purchased 6 of their 16 gallon vacs over the past 15 years, I've had to replace the plug end on every single one of them within 1 year. I thought I was doing them a favor by fixing a small problem myself. I never tried to claim a warranty on any of the vacs until now. Then they deny it because I fixed their faulty plug problem myself at an earlier date. I still have 2 of the 6 vacs originally purchased. I tossed the others instead of trying to claim warranty because I felt that I got my use out of them. I finally try to claim warranty on one and it gets denied...

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is in reference to ridgids warranty which I agreed to when I purchased a tool bundle back and I believe it was 2020. When I made the purchase of these tools and registered them online for the warranty it was a no questions asked if it's broke will replace it warranty which was the appeal for me to go with rigid tools. Since this time my oscillating saw has stopped working I have attempted to use my warranty and I'm being told that no such warranty exists which is a lie, and I just want them to honor the warranty that I signed up for I can't wait 2 months for somebody to receive my product look my product over determine that it can't be fixed send it off to another department so that they can do a warranty claim on it and then send it off to another department for it to actually get replaced and then finally send me my replacement, my tools are my job that is how I make my money if they don't want to honor their warranty or if they want to make changes to their warranty then they need to let their customers know via an email which they have every customer's email that ever registered their products for the warranty that is how you look up your warranties that is how they look up your warranties I just want them to honor what I signed up for. All information of my purchases is in my registration for the warranty account, all information for my purchases, costs, dates, times, receipts have been registered with rigid. Also not to mention that when I spoke to them today they attempted to tell me that the home Depot has shut down all of their tool repair departments back in January of 2023 when I spoke to the home Depot today they told me that they just shut those down a couple of months ago, also today is July 26th 2024.

  Business response

  07/29/2024

  We have contacted the customer and will send him a new replacement saw at no charge as a one-time courtesy.  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a multi tool with a lifetime service agreement which was in place from manufacturer. Then sometime during the time of purchase and now the lifetime service agreement has expired. I have called trying to get this resolved for 2 months with zero response from Ridgid. This has happened several times in the past having the warranty all of a sudden expired with no notice to me. Ridgid is trying to find ways not to honor their warranty.

  Business response

  07/30/2024

  We are sending the customer a free, replacement unit.  

  Customer response

  07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *****
  
  
  
  
   

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to setup my lifetime warranty on an Impact tool, I have tried three different options to remedy the problem and still no warranty has been setup. I like Ridgid Tools been using them for years the price was great I purchased the Impact tool through Home Depot online order, I don’t want to take it back but it looks as if I may have to.

  Business response

  07/18/2024

  We have left a voicemail for the customer and are waiting to hear back so we can talk to them about the issue they are having with warranty. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩